Amity

OCTOBER 28, 2014

Personally engaging users on a large scale is the biggest challenge facing SaaS companies right now. Additions to the rule actions allow you to modify account tags, add tasks, send emails, and change account attributes. This makes the full power of the Amity Relationship Insight Engine available to your entire organization.

Engineering 48

Engineering SaaS Accountability Feedback 48

SmartKarrot

JANUARY 25, 2022

Net Revenue Retention is a metric that indicates the stickiness of a SaaS product to its customers. So, how does the customer success team increase the NRR accountability? The role of the customer success team to increase the NRR accountability. The health score needs to reflect the customer’s association with the account.

SaaS 19

SaaS Upselling Accountability Engineering 19

Solvvy

JUNE 22, 2022

When powered by these technologies, a chatbot works more like a conversation with another person rather than a search engine. Conversational AI can easily manage questions about accounts, and payment history with knowledge base articles, and more, so your team can focus on more complex issues that require a personal touch.

Chatbots 119

Chatbots Banking Self service Finance 119

CustomerSuccessBox

SEPTEMBER 4, 2019

A Customer Success Manager’s role differs on the basis of a high/low touch base model and the size of the accounts – small, medium and enterprise. The context of these emails will depend on the stage of the customer lifecycle – onboarding, implementation, post go-live feedback etc. It gives me a sense of triumph.

SaaS 78

SaaS Accountability Best practices Finance 78

Amity

DECEMBER 9, 2016

Are enterprise clients most concerned with security, uptime and having access to an account manager? Monitoring Twitter in a Slack channel for any questions about the company, product, or brand can also prove to be a real-time source of pain points—as well as positive feedback. Here’s the comparison: Control.

Marketing 109

Marketing SaaS Sales Surveys 109

Amity

SEPTEMBER 25, 2017

Customer Operations means everything from Customer Success to Customer Support, Engineering Support, and Professional Services. I started early on in a blue-collar, manufacturing background doing account management and account services. How is your team structured, why, and how has that structure evolved over time?

B2C 0

B2C SaaS Accountability B2B 0

CustomerSuccessBox

SEPTEMBER 15, 2021

In simple words, SaaS customer success expert Lincoln Murphy says, Customer success is simply ensuring that your customers achieve their Desired Outcome through their interactions with your company. The competition is growing in the SaaS industry and customers now have many choices. Enabling a feedback-driven development cycle.

outsourcing 52

outsourcing B2B SaaS Feedback 52

CustomerSuccessBox

JANUARY 8, 2020

As more and more B2B SaaS companies start building their customer success division and being customer success focussed, customer success has expanded to become large and complex like other departments. That is why it is a SaaS product and not a one-time purchase! KPIs are essential for any department to succeed.

Upselling 52

Upselling SaaS B2B Metrics 52

SmartKarrot

OCTOBER 20, 2020

With the evolution of product-based SaaS companies, customer success has taken an upsurge as a new business function. When it comes to the difference between customer success manager vs account manager, most of the companies mistake account manager as a traditional form of CSM. Customer success manager vs Account Manager.

Accountability 10

Accountability Management SaaS Upselling 10

ChurnZero

FEBRUARY 26, 2021

Amanda cautions that when Customer Success owns the renewal some of the time, but not all of the time – like if an account has expansion, then an Account Executive owns it; but if it doesn’t, then a CSM owns it – the system breaks down and that’s when friction begins to materialize. Give Product thematic feedback, not anecdotes.

Management 59

Management Feedback Sales SaaS 59

CSM Practice

JANUARY 1, 2017

Recently, many companies are moving from on-premise to SaaS. Today, we will explore the differences between customer success program for SaaS vs. On-premise products. Irit Eizips: Today we’re going to compare on-premise and SaaS customer success programs. In the SaaS case, they’re “renting” your solution.

SaaS 58

SaaS Metrics Accountability Best practices 58

AWS Machine Learning

JUNE 24, 2022

In this post, we explore how to use Amazon AppFlow , a fully managed integration service that enables you to securely transfer data from software as a service (SaaS) applications like Veeva Vault to AWS. The source or destination could be a SaaS application or an AWS service such as Amazon S3, Amazon Redshift , or Lookout for Metrics.

APIs 72

APIs Healthcare SaaS Engineering 72

Totango

NOVEMBER 5, 2021

What helped you build your customer journey map and what were the main factors you took into account? We talked with the product team and the TAC engineers to hear where customers were having challenges, and then we built our customer journey map based on their input. Sometimes there are several contacts associated with an account.

Journey mapping 111

Journey mapping Accountability Marketing Metrics 111

Amity

DECEMBER 14, 2016

In the always-on world of SaaS, the role of customer success varies across companies and industries. The roles we serve include designers (many definitions for this as well), product managers, engineers, business analysts, marketers and even C-level executives. I’ve looped in the account executive to be present on the call.

Management 84

Management Finance Enterprise Accountability 84

Amity

SEPTEMBER 25, 2017

Customer Operations means everything from Customer Success to Customer Support, Engineering Support, and Professional Services. I started early on in a blue-collar, manufacturing background doing account management and account services. How is your team structured, why, and how has that structure evolved over time?

B2C 60

B2C SaaS Accountability B2B 60

JustCall

NOVEMBER 25, 2022

CallMiner is a SaaS-based platform for voice analytics and customer engagement that uses artificial intelligence and machine learning to record, transcribe, and extract insights from 100% of your customer interactions. Users: CEO; Account Executive. Avaya OneCloud staff will assist you and provide advice as part of your subscription.

Analytics 52

Analytics Cloud contact Coaching Telecommunications 52

Totango

NOVEMBER 5, 2021

What helped you build your customer journey map and what were the main factors you took into account? We talked with the product team and the TAC engineers to hear where customers were having challenges, and then we built our customer journey map based on their input. Sometimes there are several contacts associated with an account.

Journey mapping 85

Journey mapping Accountability Marketing Metrics 85

Callminer

AUGUST 1, 2017

They don’t do anything else except maybe monitor a few calls and give some feedback. Bill Dettering is the CEO and Founder of Zingtree , a SaaS solution for building interactive decision trees and agent scripts for contact centers (and many other industries). Feedback loops are imperative to success. Bill Dettering.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

CustomerSuccessBox

FEBRUARY 14, 2019

The customers that are retained help in bringing consistent monthly revenue for a SaaS company. But sometimes they may need the help of the engineering or product or development team. Proactively provide feedback to the product team. Customers are going to provide the most real feedback as they are actually using the product.

Management 67

Management Upselling SaaS Sales 67

SmartKarrot

NOVEMBER 9, 2022

You will serve as project manager and leader for cross-functional initiatives such as standing up a CS/Sales qualified lead engine process, building out a retention strategy for the individual Loan Officer and Real Estate customers, and developing a feedback forum for product development initiatives rooted in the voice of the customer.

Real estate 19

Real estate Consulting Consulting Technical Support 19

Amity

MAY 24, 2016

There is always plenty (and then some) to account for: Various customers to build relationships with -- resulting in various concerns to be addressed -- resulting in various solutions to offer (as each customer is unique and should be treated as such). Feedback touches a variety of areas of the business. ” Ellie Wilkinson.

SaaS 84

SaaS Engineering Finance Metrics 84

SmartKarrot

NOVEMBER 25, 2020

Keeping the same context in mind, let’s look at some ways through which you can generate leads and acquire the first 100 customers for your SaaS business. #1 Try sending your MVP to them to collect the initial feedback. Then work on those customer feedback before you finally launch your product. 1 Start with your network.

SaaS 11

SaaS B2B Marketing Feedback 11

Solvvy

AUGUST 31, 2022

However, it provides specific customer feedback that can help you improve your business and the number of satisfied customers. If your business is in a competitive market, such as financial, banking, Software as a Service (SaaS), or consumer services, your customers have many choices of where to make investments or spend their budget.

Surveys 62

Surveys Benchmark Feedback Customer Support 62

SmartKarrot

OCTOBER 3, 2022

Role: Senior Director of Customer Success Location: Washington DC-Baltimore Area, US (Hybrid) Organization: TitanHouse As a Senior Director of Customer Success, you will establish and adhere to best practices in SaaS Customer Success. Interact with other areas of their business to ensure customer success, such as Product and Engineering.

Upselling 19

Upselling Coaching Best practices Consulting 19

SmartKarrot

APRIL 1, 2022

Role: Customer Success Director, WordPress VIP Location: Remote, United States Organization: Automattic As a Customer Success Director, you will be responsible for developing and supporting best-in-class account teams (Technical Account Managers, Engineers, and Support Engineers) by acting as a mentor, coach, and team player.

Upselling 19

Upselling Engineering Accountability SaaS 19

ChurnZero

DECEMBER 9, 2022

” Twenty years ago, COOs accounted for 76% of CEO promotions in the S&P 500. Today, division leaders who run market-facing GTM functions account for 36% of CEO appointments. Q: How do you incorporate your Customer Success team’s feedback into larger decisions at the company? In 2020, that figure dropped by half to 38%.

Coaching 52

Coaching Metrics Marketing Enterprise 52

Totango

NOVEMBER 5, 2021

What helped you build your customer journey map and what were the main factors you took into account? We talked with the product team and the TAC engineers to hear where customers were having challenges, and then we built our customer journey map based on their input. Sometimes there are several contacts associated with an account.

Journey mapping 62

Journey mapping Accountability Marketing Metrics 62

ClientSuccess

APRIL 20, 2017

Back when Paul first started working with customers, “Customer Success” was considered a hybrid between account management and customer service. The Rise of SaaS and Customer Success. This led to delivering reports via CDs and eventually to the delivering via the Internet, which is what we now refer to as a SaaS or cloud-based model.

SaaS 40

SaaS B2B Engineering Best practices 40

SmartKarrot

AUGUST 3, 2022

Collaborate with peers and Infogrid leadership to define the operating model for Customer Success Managers within the broader account teams. Drive growth in Infogrid’ installed base of customers through the strategic engagement of lighthouse accounts deepening the use of Infogrid SaaS platform to increase.

Technical Support 19

Technical Support Accountability Enterprise SaaS 19

aircall

MAY 15, 2017

With the emergence of the subscription economy and in particular in the SaaS industry, we have come to distinguish 2 main business activities that contribute to the growth of a company: Hunting and Farming. In such cases, not only is an opportunity missed, but even worse the account health could deteriorate.

Sales 88

Sales Accountability Engineering APIs 88

SmartKarrot

MARCH 15, 2022

Partner with Sales to identify and present opportunities for in-account revenue growth. Collect feedback and collaborate as a trusted peer with internal teams to develop specific short- and long-term plans to meet the needs of the clients and optimize retention. Run tier 1 accounts and manage a team of CSMs. Apply here: [link].

Accountability 19

Accountability SaaS Engineering Sales 19

SmartKarrot

AUGUST 2, 2021

Work closely with Product and Engineering on identification and tracking of product improvement requests and bugs. Function as the customer advocate and provide internal feedback on how we can better serve the enterprise customers. Conduct regular business review meetings with key accounts. Aid clients in achieving their goals.

Enterprise 16

Enterprise Engineering SaaS Feedback 16

SmartKarrot

FEBRUARY 10, 2022

Apply here: [link] Role: VP, Customer Success | B2B SaaS Location: Remote, United States Organization: Displayr As a VP of Customer Success, you will maximize Displayr’s customer satisfaction by leading the post-sale relationship: onboarding, training, and adoption. Provide proactive strategy with your assigned customer accounts.

Education 19

Education Best practices Upselling B2B 19

AWS Machine Learning

MARCH 4, 2024

Alida helps the world’s biggest brands create highly engaged research communities to gather feedback that fuels better customer experiences and product innovation. Open-ended survey questions allow responders to provide context and unanticipated feedback. This post is co-written with Sherwin Chu from Alida.

Feedback 101

Feedback APIs Engineering Surveys 101

SmartKarrot

AUGUST 27, 2021

Role: Vice President of Customer Success Location: Remote, Salinas, CA, US Organization: HeavyConnect As a Vice President of Customer Success, you will act as a role model of HeavyConnect’s values for the Customer Success teams and build on the SaaS customer-centric environment. Apply here: [link].

Enterprise 19

Enterprise Accountability Upselling Customer centricity 19

CustomerSuccessBox

MAY 23, 2022

In this fast pace world, the job market has been taken over by the technical roles of artificial intelligence, data science, and robotics engineering. Higher account ratios 2. Greater need for consultative approaches More accountability for customer’s success and for associated revenue. More accountability 3.

Accountability 52

Accountability Marketing Construction Management 52

ClientSuccess

JULY 23, 2019

As a SaaS company our customers are in the product every day so it’s important we’re connecting them with the team directly in charge of the product. Sure, we can share customer frustrations as they are provided to us but more importantly, we should be the team gathering feedback and data so we aren’t making decisions on assumptions.

Technology 44

Technology Chief Customer Officer Consulting Consulting 44